What is the difference between customer experience and customer service?

What is the difference between customer experience and customer service?

27th November 2019

We know you have all heard of customer service, it’s something we have all experienced at some point or another in our lives. But you may not know too much about customer experience (CX). In fact, this is also something everyone has experienced, whether you know it or not. There is a lot of confusion between the two different services. It’s important to understand each one in their own right to ensure you are maximising your brands offering to your customers. In this blog, we are going to run through the difference between customer experience and service as well as explain in a little more detail the fundamentals of each.

What is Customer Service?

We’ll be very surprised if you don’t know what customer service is (and slightly concerned) but assuming you don’t let’s have a quick run-through of what it entails. Customer Service is the assistance or service provided to the customer at a specific point of the journey regarding the product or service in question. This is usually a one-time interaction between the company and the consumer and generally, is a reactive response once the consumer is already dissatisfied. The aim is to try and solve the problem and increase customers satisfaction. The main infrastructures for customer service are social media responses, website chatbots, email responses and support teams.

What is Customer Experience?

CX is unlike customer service as it focuses on the whole journey rather than one specific touchpoint. Instead of waiting for the shopper to be unhappy, customer experience is reactive. The aim is to make the best experience possible from start to finish in the hope to prevent any customers from walking away from your brand feeling unsatisfied. A great CX, therefore, improves consumer loyalty.

The key to a great CX is to ensure your website is designed well with your customer in mind. By reducing the steps they need to take throughout the journey satisfaction rates will increase. Did you know 56% of shoppers expect to find what they need from a company in 3 clicks or less?! And finally by monitoring and continuously evaluating opportunities for improvement.

If you need any help improving the customer experience you provide then let us help. Whether it is one specific touchpoint you need to focus on the whole journey from start to finish we are experts in creating the right CX for your consumers. studio@bopgun.com     +44 (0) 1225 351715